Mother's 60th Birthday weekend - Soho Hotel - Very Disappointing!

<p>Good Day,</p> <p><br />I would like to lay a formal complaint with Sun International with regards to our experience this past weekend.</p> <p><br />We had made a booking for my mothers 60th birthday in early February to stay at Soho hotel (10-12 March).We booked 9 rooms (4 complimentary rooms and 5 rooms we paid for, at a discounted rate). We received the invoice and paid the total amount of R16 600.00. This money was then split between the 9 rooms instead of the 5 rooms, I asked on numerous occasions for this to be corrected, with no avail.</p> <p> </p> <p><br />When we got to Sun City on Friday afternoon to check in, we were told that we had only paid for 1 night and needed to pay the outstanding balance, after almost 2 hours or back and forth and showing proof of payments etc. you could imagine how embarrass, frustrated and mad my mother was (on her 60th birthday), it was sorted, not a smooth check in to say the least, the staff lacked professionalism and problem solving s****s. We tried on numerous times to try and contact (Vaniella Chetty on the following numbers... ********** / 1800 / 4119 / 4567, from 13h00 to 14h30, not once did anyone pick up the phone, the phones just rang and rang.) </p> <p><br />We had booked and paid (in full) for dinner at Bocado's. I had been speaking to Mogomotsi Senne the whole week to make sure that the booking was done and all was in order. I even emailed him on Friday on our way to Sun City to make sure that the proof of payment was received and had been allocated and that the booking had been made for 19h00 for 22 adults and 2 children (age 2 and 3), he rep**** back that all was in order.</p> <p><br />Once we had gone through all the trouble and hassle with check in, I decided to go to restaurant reservations just to make sure that our booking had been made, first they couldn't pick it up, then final they picked up the booking, to be told that it was booked for 18h00 and not 19h00 as per the booking form, so that had to be changed.</p> <p><br />So far 2 and a half hours, final we are sorted and we can enjoy our weekend.</p> <p><br />Well that wasn't the case at all. The air-conditioning on the 3rd and 5th floor didn't work at all. We had phone down to reception 3 times to ask them to send maintenance up to fix it. no one came up. When we went down to reception to ask, they said not calls had been logged, we checked out on Sunday with the air-conditioning still not fixed.</p> <p><br />On Sunday when we checked out, we were hoping for a easy, smooth check out, once again not the case. When we need to sign the bill, they had charged the bill for Bocado's to the room, we then had to once again run around, up and down to show proof of payments etc. to them, finally at an hour of trying to check out, we were told that we had only paid for 22 people and there were 24 chairs?? We explained that the extra 2 chairs were for the kids (aged 2 and 3). Mogomotsi Senne advised that we did not need to pay for the kids and they can order off the kids menu.<br />The kids ate before we came and we didn't order anything for them.</p> <p><br />At check out, they made us pay R680.00 for the 2 children (R300 per child and R80.00 gratuity), I think this money needs to be refunded back to us as its ridiculous to pay that for No.1 2 children aged 2 and 3 and No. 2 for kids who didn't even eat? </p> <p><br />We are less than impressed with the service we have received this past weekend and feel that in a way you actually ruined my mothers 60th birthday, and all we wanted for her was to have a nice, relaxing, carefree, hassle free weekend.</p> <p><br />Very disappointed!</p>